Hi Everyone,
This article gives you overview of ServiceNow Human Resource Service Delivery (HRSD) application and also provides you some useful links for learning and implementing HRSD application.
Human Resource Service Delivery (HRSD)
HRSD can help organisations to provide seamless services to employees with the help of different HR activities.
ServiceNow HRSD is basically one-stop-shop for any service an employee needs. HRSD in Now Platform helps organisations by giving them a single place to find answers, requests items and services, and chat with a professional.
ServiceNow introduced HRSD application in the Istanbul release before that it was known as HRSM i.e., HR Service Management.
HRSD is on Scoped application and HRSM was on global application.
Why HR Service Delivery (HRSD) is important for any organization?
HRSD plays a significant role in developing positive business culture and improving employee engagement and productivity. It also plays a great role in establishing a good relationship between employee and organization.
We have seen that in many cases we may start from HR but often we require work from other departments like IT, finance, or facilities as well. In such scenarios HRSD can be utilized.
ServiceNow allows you to unify these multi-department processes in a single platform and task from other departments to complete work; creating a seamless service experience for the employee.
Use Case: If you have queries related to Payroll, you will reach someone who can provide relevant information on the same. But what happens if you don’t know the exact person or team responsible for providing you the inputs or maybe in some cases you have to wait for a long time. In such scenario HRSD can provides you proper channel for your solution.
Statistics says if an organization have seamless HR Services, employee engagement then productivity increases. So, In order to achieve business goals, you must have to treat your employees fair, provide them good opportunity and solve their query efficiently.
What are the key features of HR Service Delivery (HRSD)?
Below are the major key features provided by ServiceNow in HRSD that can be used to solve our HR related queries and help organizations to achieve their business goals.
- HR Case and Knowledge Management
- Employee Service Center
- Lifecycle Events
- HR Integrations
- HR Performance Analytics
- Employee Document Management
- Now Mobile Apps for HRSD
- Mobile Onboarding app
HR Case and Knowledge Management
HR Case and Knowledge Management application is used to create, view, or edit HR cases.
Some use case will be like Benefit tracking, Tuition reimbursement, creating and publishing article, etc.
Employee Service Center
The Employee Service Center is a single place for employees to get all the information, services, and help that they need like view all their requests, browse knowledge bases and catalogs, chat with live agents, and more.
The Employee Service Center is available as part of HR Service Delivery or as a standalone application.
Lifecycle Events
This application allows you easily automate onboarding and other employee lifecycle events that span multiple departments, which helps to improve employee satisfaction and efficiency across HR and other departments.
Some use case will be like Employee onboarding, Leave of absence.
HR Integrations
HR Integrations allows integration of HR Service Delivery with a third-party HR management system to synchronise employee profiles, to-dos, and other data; background check systems to request background checks; e-signature systems to request electronic signatures; and more.
Some use case will be like pull employee data from an external HCM system, push updates to external systems.
HR Performance Analytics Content Pack
HR Performance Analytics is used for reporting and analyzing HR service delivery performance and quality in the ServiceNow enterprise cloud. It provides responsive, interactive canvas to access real-time trends and comes with pre-defined, best practice dashboards and KPIs for HR service delivery. Dashboards provide a graphical view of performance trends and real-time results, allowing executives and business service owners to make quick, informed decisions at a glance.
Some use case will be like Active HR case per week, Average open backlog.
Employee Document Management
It is used to manage documents. It provides storage space, a filing system, the ability to easily retrieve documents, defining who can view sensitive documents.
For example if Your company asks to complete and return documents related to benefits, payroll, and other services. In this case it can be used.
Some use case will be like Tuition receipts, Non-disclosure agreements
Now Mobile Apps for HRSD
This enable your employees to view HR requests, request help, complete HR tasks, receive targeted mobile content and push notifications, chat with an agent, and more.
Mobile Onboarding app
This enable your new hires to complete onboarding tasks, receive targeted mobile content and push notifications, view relevant media sections, chat with an agent, and more.
You can also go through the below video links for HRSD Learnings. Click on the title to open videos or you can also click here to open HRSD playlist.
1. HR Service Delivery Overview : This video covers the basics of ServiceNow HRSD that includes: Definition of HRSD (HR service Delivery), Importance of HRSD application, Key Features of HRSD.
2. HR COE Structure & Data Model : This video provides detailed explanations on HR COEs, Benefits of COE, COE Structure/OOB COE available, COE Data Model, COE Configuration.
3. HR Service Delivery Plugins : This video provides detailed explanations on HR Service Delivery Plugins Overview, Important OOB available HR Plugins, Demo - How to Activate HRSD Plugins
4. HRSD Roles in ServiceNow : This video provides detailed explanations on HRSD Roles in ServiceNow, Types of HR Roles in ServiceNow, Important Core HR Roles, HRSD Client Roles (hrsm and hrsp) and its uses.
5. HRSD Case Creation Configuration : This video covers HRSD Case Creation Configuration and Case Creation Service Configuration of HR Service with the help of Use Case. This video explains each and every configuration options available for HRSD Case Creation form (Search for Employee, Employee Information, Case Details).
6. HR Case management Lifecycle : This video demonstrates the HR Case Management Lifecycle. This video explains different approach of creating HR cases available in HR Service Delivery (HRSD) with the help of Use Cases (HR Case Management Application, Employee Service Center, HR Case creation through HR Profile).
7. HR Templates : This video demonstrates HR Templates, Why HR Template is needed in HR Service Delivery, How to create HR Templates, How HR Templates can be associated with HR Services
8. HR Services - Part 1 : This video demonstrates the different ways of HR Service Configuration in HR Service Delivery (HRSD) with Use Case. This video explains Definition of HR Services, Configuration of HR Services and points to consider before configuring HR Services, Categorization of HR Services and why it is important, Different ways of creating HR Service (HR Service Configuration Model and Manage HR Catalog Module), Creation of Topic Category and Topic Detail, Different fulfilment types available for HR Service, Different Activity types available for Service Activity Fulfilment type, How to attach workflow to any HR Service, How to request HR Service from Employee Service Center.
9. HR Services - Part 2 : This video explains Definition of HR Catalog Items, Configuration of HR Services for Employee Service Center (ESC Portal), Creation of Record Producer, HR Service and HR Templates through HR Catalog Item, How to create HR Catalog Item, How to add Variable in HR Catalog Items, How to attach Knowledge Articles to any HR Catalog Item
10. Attach a new Record Producer for an existing HR Service : This video demonstrates how to configure or attach a new Record Producer for the existing HR Service.
11. HR Fulfilment Instructions : This video covers Fulfilment Instructions definition, Why we need HR Fulfilment Instructions, Creation of HR Fulfilment Instructions for HR Service with real time example.
12. Checklists : This video covers Checklist definition, Different ways of adding Checklist to HR Cases, How to add Checklist to an HR Service and HR Case, How to remove Checklist from an HR Case, How to save any Checklist as "Checklist Template", How to Delete Checklist Template permanently.
13. HR Criteria : This video covers HR Criteria definition, Creation of HR Criteria, Uses of HR Criteria, Utilization of HR Criteria in several ways with the help of Use Cases, Creation of User Criteria from HR Criteria, hide/filter any contents (like HR Catalog Item/knowledge articles) on ESC portal with the help of HR Criteria.
14. HR Bulk Case Creation : This video covers HR Bulk Case Creation functionality, Why HR Bulk Case Creation functionality is important for HRSD, Role required to create HR Bulk Cases, Mechanism behind Bulk Case creation ( Scheduled Job), Demo of creating HR Bulk Cases from HR Criteria.
15. COE Security Configuration : This video covers HR COE Security Configuration/COE Security Policy, Role required to create COE Security Configuration, Demo of creating new COE Security Configuration through two Use Cases, Explained how can you restrict permissions to HR Cases based on group instead of creating ACL..
I will keep updating the videos link in this thread.
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Thanks and Happy Learning
